Implementation Manager (Customer Onboarding)

Hi, we're Sendlane! A well-funded, high-growth SaaS startup in San Diego that's disrupting an entire industry by influencing the way people learn about and use email marketing automation. Established in 2015, we've grown year over year, servicing 1,700 businesses across the world, which has been possible because we are constantly looking to out-do ourselves and evolve.

Our team's dedication to making Sendlane what it is today is humbling which is why we're looking for that next "special someone" to help take us to the next level. That's where you come in! Yes, you.

Listen, we get it. Job hunting is 100% THE worst. So, we're happy to tell you the search is over! You did it! You finally found the company of your dreams. Go ahead and give your boss "the finger", flip your desk, knock over your cubicle and march your happy self on over to Sendlane HQ! Just kiddingwe have to invite you. Please don't just show up.

Anyway, the search is on for our next best friend/Implementation Manager.

Partnering with Sales and the rest of the Customer Success team, your ultimate goal is to align customer expectations with product capacity and your ultimate success is measured by how efficiently and effectively you can do that. In a perfect world, this wouldn't be a challenge but the world isn't perfect and this can be a challenge. Reporting to the Director of Implementation and working alongside the small (but growing) implementation team, you'll navigate and manage the successful migration of new client accounts despite potentially irrational demands, misaligned expectations or well-intentioned promises made (we're only being 65% dramatic on that one).

Before we dive in, head first, on what this job is all about, let's talk about you!

Above all else, you are quick as a whip, both in pace and smarts. The type who can pivot at a moment's notice, you excel in problem-solving and identifying issues before they arrive - this, in particular, will serve you well in the Implementation Manager role with us. Because you move quickly, your sense of urgency is also very high. Be it communicating with a client, working with a peer or finishing the task you promisedYou do things fast and you do them well. You work well under pressure and multi-tasking is the name of your game. Strategy and execution are what propel you and your greatest strength is not only your follow through but your ability to build relationships while you do it. You're the one who gets things across the finish line. You give everything you do 110%. And you're doing it with a smile on your face. Honestly, the world would be a much more friendly and efficient place if we had more people like you. Alas, there can only be one.

Sound like you at all? Sweet, keep on reading! We still have to talk about the job!

In this role, you would be the trusted advisor to our new customer base, owning their entire onboarding and implementation experience with us. Of course, this ranges in responsibility from migration kick-off to platform training and platform enablement but your North Star in this role will be your ability to create an outstanding first impression of what working with Sendlane will look like, post-sale. Serving our higher-tier customers, your success will be measured by the long term success of the accounts you implement and migrate. Owning all phases of solution delivery, you are the strategic partner for our clients by setting them up for success within our platform. This looks different for every client but you could expect that you'll be revered as the resident Sendlane expert on our platform, assessing requirements, designing solutions, configuring features and ensuring that our clients are leveraging the functionalities of our platform that will catapult their businesses and, in turn, our business!

Constantly solution-minded, you will strive to align technology and expertise on behalf of our clients, collaborating to determine (or, better yet, anticipate) their needs, recommend optimization opportunities, identify net-new strategies, develop retention efforts and manage expectations all along the way until the client is finally ramped up and ready to be passed off to their long-term relationship manager. Maintaining high levels of customer engagement and satisfaction, The ultimate goal for this role is to facilitate retention. Your focus is to deliver both meaningful business impact and delight simultaneously.

Nothing too crazy, right? Just in case you're not a "paragraph" kind of person, here's the bulleted skinny on what you can expect in this position, day-to-day and high level:

Act as primary point of contact between Sendlane and its higher tier customers throughout the migration phase

- Project manage multiple, concurrent implementations of varying complexity

- Meet all customer needs and deliverables according to proposed timelines

- Proactively communicate with customers to ensure a timely completion of migration

- Participate in pre-sales discovery conversations with prospective customers

- Monitor and analyze customer's usage of application with an eye towards driving deeper platform adoption

- Leverage client data and usage patterns to propose product improvements and new feature recommendations

- Identify potential churn risk and lead proactive remediation efforts to mitigate and retain attriting customers

- Collaborate cross functionally with Sales, Customer Success Managers, Engineering, Compliance and Product teams to optimize service delivery

- Ongoing iteration of implementation processes to streamline time to live and improve customer experience

- Develop strong working knowledge of the Sendlane product and speak fluently about performance management and best practices, acting as a trusted advisor for your customers

Sooooooare you in? Have we scared you away? Are you overwhelmed? Or is this putting you to sleep because you could do this job with both hands tied behind your back?

Let's take a break and talk about what's in it for you! We strive to ensure that our employees have the best experience possible:

- Health/Dental/Vision - 70% to 100% paid for by us (depends on the plan you pick)

- Parental Leave - New parent? Congrats! We pay you for 6 weeks!

- 401k - We match up to 4% (caveat: you need to be with us for 1+ years before the match kicks in)

-Flexible PTO - Take what you need when you need it.

-We pay you to GO AWAY - $1000 bonus for taking time off!

-Equipment for your home office (including a MacBook and a stipend to get your office set up!)

Monthly remote team building and consistent team engagement (we won't force you to do Yoga with us but we will challenge you to do your best impression of the Spice Girls for $100 to Amazon)

Along with our benefits, you can expect an awesome work environment.

And yes, we are 100% Remote Only Company, but we love local San Diegan's!

Apply today!